HR Call Center Services Representative 3

My name is Gaurav and I'm a Technical Recruiter at First Tek. We are currently sourcing candidates with the following skills. Kindly forward your resume if interested, do share with your friends and colleagues as well.

Job Title: HR Call Center Services Representative 3

Location: Irving, TX – Hybrid

Client: American aerospace and defense company

Duration: 12 Month Contract
Schedule: On-site Tuesday & Wednesday; Remote Monday, Thursday & Friday (subject to change)
Shift: Monday–Friday, availability between 7:00 AM–6:00 PM CST

Role Summary

American aerospace and defense company is seeking an experienced Call Center Services Representative 3 to provide Tier 1 HR Service Center support through phone, chat, email, and case-management systems. The role handles high-volume and complex employee inquiries related to HR, payroll, benefits, timekeeping, travel & expense, and employee lifecycle processes.

Key Responsibilities

• Provide timely and accurate HR Help Desk / Tier 1 support across multiple channels.
• Troubleshoot and resolve employee HR, payroll, benefits, and policy-related inquiries.
• Document cases and actions accurately in case-management/ticketing systems while meeting SLAs.
• Handle difficult or sensitive employee situations professionally and escalate complex issues when necessary.
• Perform HR back-office activities such as employment verification, document management, PTO donations, W-4 updates, workplace accommodations, and emergency contacts.
• Maintain employee data privacy and compliance with company policies and regulations.
• Use AI chatbots, voice assistants, and RPA to improve workflows and service delivery.
• Participate in process improvement and collaborate with HR and cross-functional teams.

Required Qualifications

• High school diploma/GED or Bachelor’s degree + 5 years of relevant experience.
• 5+ years of call center / HR shared services experience.
• Experience supporting employees in a high-volume HR service environment.
• Hands-on experience with AI-driven chatbots, voice assistants, and RPA solutions.
• Experience using case-management or ticketing systems.
• Advanced Microsoft Office skills, especially Excel, Word, and PowerPoint.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication.
• Ability to handle confidential, sensitive, and difficult situations professionally.

Preferred Qualifications

• Experience with ServiceNow and Workday.
• Strong HR / Shared Services knowledge.
• Knowledge of Payroll and Timekeeping.
• Knowledge of Travel & Expense processes.

Top 6 Must-Have Skills

1. 5+ years Call Center / HR Shared Services experience
2. HR Help Desk / Tier 1 HR support
3. AI Chatbots, Voice Assistants & RPA
4. Case Management / Ticketing Systems
5. Payroll, Benefits, Timekeeping & HR Operations
6. Advanced Microsoft Office + strong troubleshooting/communication skills

Gaurav Upadhyay| SR. Technical Recruiter| First Tek, Inc. 

Direct:  | Fax:

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371 Hoes Lane, Suite 201, Piscataway, NJ 08854 

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